Medi-Mate replaced a patchwork of tools with one custom portal—and grew its clinic network by 62% in 14 weeks
Medi-Mate, a healthcare product distributor, ran on disjointed tools with no single source of truth. Arrival built a secure, Medi-Mate-owned custom distributor portal that syncs instantly. Agents now onboard clinics themselves, and the portal tracks revenue automatically. In the first 14 weeks after the portal launch, Medi-Mate's clinic network grew 62%—from 357 to 577 accounts.
Medi-Mate works with agents and healthcare clinics to distribute healthcare products. Starting out, they had to move fast and use the tools that were readily available. They used WooCommerce bolted onto WordPress, patched together with plugins; Monday.com boards, email-address matching, and spreadsheets—and manual reconciliation held it all together. If any part failed, the whole thing fell apart. Something as simple as updating pricing for one product could take 5 hours.
Arrival created a custom portal that was secure, Medi-Mate owned, and instantly synced.
Onboarding is no longer a bottleneck
Growth and improving sales were primary goals for Medi-Mate. The reality was that they had potential clinic accounts—but onboarding bottlenecked them. Onboarding required that someone from Medi-Mate’s Operations team onboard every new clinic. Each employee was limited to onboarding 1–2 client accounts a day, since the process took several hours.
The new portal makes it easy for master agents to onboard clinics themselves, and most of the process is now self-guided. The Operations team hasn't onboarded a single clinic account since July 1—every one of the 220 new clinic accounts opened since launch has come through agents and partners instead.
And with custom roles for both master agents and clinics, everyone has exactly the info they need (but nothing more).
This improved onboarding process has already taken Medi-Mate from 357 clinic accounts at launch to 577 within 14 weeks, with plenty of room to keep growing.
Invoicing made simple—and more complete
Before the custom portal, the team invoiced manually with PDFs and updated revenue by hand. Once the portal was live, a review of past revenue found that 9.6% of August's sales had never made it into the totals.
With centralized invoicing, the portal captures revenue automatically, and financial reports are always up-to-date.
Support requests don’t get lost
Before this portal, clinics sent support requests to a group inbox—and it was hard to note if someone took ownership of a request and whether the request was resolved. With the new portal, customer support requests come in as tickets, are visible to the entire team, and are tracked in one central location.
During the portal's first weeks, the team responded to clinics in a median of 39 minutes and closed 87 of 88 tickets.
The process is now easy to track and has multiple guardrails for accountability—meaning tickets don’t get lost or forgotten about.
The full capabilities of a custom portal (and how it grows with your company)
Medi-Mate needed a portal that allowed them to continue to scale and build. Some of the features that were important were:
- Different user types for clinics, agents, partners, and administrators
- Custom permissions and views for each type of user
- Role-scoped security, with a growing, append-only audit log
As the company grows, the portal will too. There are plans to add additional workflows and features like:
- Telehealth integrations
- Prescription workflows
We built this portal to grow and evolve as Medi-Mate expands. It is not a temporary fix—it’s a scalable solution for a complex, fast-growing company.
In under 2 months, we gave Medi-Mate the infrastructure to scale growth
For Medi-Mate, a custom portal allowed the company to scale their business and sales.
In its first 14 weeks live, the platform has processed 2,326 orders. The clinic network has grown from 357 accounts to 577—with the ability to take on significantly more.
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